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December 2023 by Aaron C.
Horrible service with dishonest people. I brought my car in for a simple service, and the guy assured me it would take 60 minutes. Planning to wait, after 50 minutes, I noticed my car still parked. When I asked another person, he told me it wasn't in the queue and helped kickstart the service. About 30 minutes later, I spoke to the initial person again, and he claimed it would take an additional 30 minutes. Dissatisfied, I questioned why he hadn't placed my car in the queue. He brought in his supervisor, and the lady told me there's no queue in their system, blaming the delay on being busy.This doesn't make any sense - how do they decide the order of service if there's no queue? Moreover, why was the original estimate so far off? I waited for 2 hours instead of the promised 60 minutes. Instead of communicating and offering solutions, they chose to lie. Not impressed, Tesla!
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December 2023 by Evan J.
Shout out to the crew at Tesla in Palo Alto. Had my window smashed out on Monday, brought it in Tuesday morning and picked it up Wednesday morning. Everything was smooth and they even hooked up a loaner for the day which was super helpful. Thanks guys!!!
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November 2023 by Suzanne
I was there today and the team is awesome, very professional, knowledgable, friendly, calm - I was also impressed by my customer representative Senai, he was very much solution oriented and he has a very professional attitude.Way to go guys! Thanks a lot!
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November 2023 by Fred Liu
I had an extraordinary experience getting my Tesla serviced here.Originally, I had visited the Fremont service center 3x over 1 week. While they fixed my front speaker rattle, they introduced a rattle from the front right that no one could pin down and was driving me crazy since it occurred even on flat roads. Eventually, they told me it was expected.I did some testing and realized it was likely due to the front wheel fender liner. The Palo Alto service center folks agreed it wasn't normal and gave me a loaner. To my surprise, the repair was completed early and I picked it up later the same day. Given my prior experience with the Fremont service center, I was doubtful it was fixed, but it's been a week and that rattle is still fixed.Beyond excellent work, the employees there were very friendly and personable. Would definitely return and recommend.
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October 2023 by M Erfaqi (M)
I had to deal with the center twice, once in person and second time on the phone.In person experience was awful. The worst customer service i ever experienced.. stuff are unprofessional, smelly and dirty looking. On the test drive I was about to throw up. It was a rainy, cold day and I was stuck with him in the car so he can drive and see if he can hear noise issues with the car windows. They told me that they were overbooked and couldn’t fix my car that day when I had to take time off from work… I had to reschedule with them and they couldn’t fit me in their schedule for the next couple of months…Second time I called Tesla again so I can take my car for service, but automated calls of Tesla keep on redirecting me to Palo Alto center when I was in the different town… I asked them to provide me with the phone number of the location that I was at the time, but they were telling me to call the local service center when I didn’t have any way calling them since I was getting directed to them via automated system… I’ve asked them if they can provide me with the number because I was driving at that time and wasn’t able to stop… they again rudely refused to help me in anyway… instead they disconnected my call…
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October 2023 by Hulas Yakuta
Horrible experience — I do several tire and wheel installation there and they never found my tire is broken due to miss alignment. In the reports they say they inspected every tire and everything is good. But in fact they did nothing!If you want to save your life, avoid visiting this place.
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October 2023 by Jiakang Qi
I was here on time and was told that they can’t finish the work today so I rescheduled unwillingly after driving 30 mins during my working time. I had a question about the estimate since the credit wasn’t applied and Tesla responded something totally irrelevant and after that no response. Plus that there is no way I can reach to a real person in call. Really nice work Tesla!
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October 2023 by Sheroy Marker
I had an issue with my Model S recently and had to get my car towed here. They were pretty backed up and still took my car in and hit it back to me the same week. The techs were great to speak to.
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October 2023 by Carol O.
We paid $170,000 in 2017 for a Tesla SP100D. And I think that included extra for an extended Warranty. Tesla has the WORST Service communications of any car dealer we've ever dealt with. If you buy a Tesla....just pray that you NEVER NEED SERVICE.
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September 2023 by Roy Lin
Felt a little worried coming to the service center after reading some bad reviews. However, they were better than I expected. They resolved the noise concern I had and completed the repair in just an hour. No complaints and happy with the service.
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August 2023 by Jonathan Y. Lee
Had a tire blow the other day and was told by the tech to return the loaner spare tire to the PA SC. First time there and was pleasantly impressed. Arrived on a Saturday am when it was pretty busy with a line of cars waiting for service. Unfortunately, there was only one tech working that morning, so I figured it was going to be a long wait and brought my laptop in anticipation.I didn't have an appointment, but they agreed to fit me in and pushed me to the front of the que (much appreciated). The tire that blew was one in the back and usually I figured that they would suggest that both back tires be replaced. The tech came over after he inspected all the tires and said that he recommended only replacing the one ...thus saving me around $4-500. I truly appreciate his honesty as they could have easily upsold me on another tire.From now on, I'll be switching my service center to go to Palo Alto instead of Burlingame. Both of my interactions with the front desk guy and tech were 5 star rated. Kudos and see you next time!
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August 2023 by David Glover-Aoki
Tesla has a reputation for bad service, and reading the reviews of this place, I see plenty that meet that reputation. And I've certainly had awful experiences before at the Sunnyvale location, rude and abusive staff, and absolutely abysmal service.This was my first time at this Palo Alto location, and I have to say, what a breath of fresh air. The staff were friendly, attentive, and helpful. My car had a lot of things wrong with it, and even though it took a few days, they fixed all of them. Credit where credit is due.On minor nit: They notified me via the app that my car was ready for pickup and "in the parking lot", but when I showed up (after closing time), I found that it was parked on the roof, and inaccessible. I only managed to get it thanks to a random helpful technician.Otherwise, a solidly good experience. Long may it continue.
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August 2023 by Mark MacDonald
Excellent job Lex and Khalid.Tesla Model S. Had an appointment at 1:45pm for a faulty rear truck actuator. I dropped off the car at 10am as I had a friend offer a ride home. Service adviser Lex took the car in. I didn’t not expect to get rush job and as I was about to get a ride home. Lex quickly checked with a Technician (Khalid) to see if the job could be done immediately and I could wait for it. Khalid did a quick assessment and confirmed the job would take about 20-30 minutes. I decided to wait and as promised, the car was ready within 30 minutes and fully functioning. . Home by 11. They saved me from having to find another ride back in the afternoon.Great service from the Palo Alto Service Center and noticed everyone seemed on the ball whenever a new car arrived for service.Big contrast from the experience I had at the Fremont Service Center.
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August 2023 by Karen S
I had my only positive experience so far in a car store at this Tesla in Palo Alto. Danny and Johnson were very nice to us, they gave us all the information we needed and answered all of our questions. We have not experienced this in any other car store whatsoever.
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July 2023 by D E.
I love my Tesla Model X and it's performance/technology. However, like all cars, at some point service is required, and that is where my love of Tesla ends. The Tesla service centers are a bad joke for what are supposed to be higher end cars. I had an issue with my gull wing doors, for a design issue Tesla identified, and the damages caused by the repair team to fix the issue damaged the step plate in the rear passenger entry. It has taken months for Tesla to get the fix scheduled, and once they got it scheduled, the kept delivering the wrong part...six times! Each time the acted like we were being a major inconvenience to them, for an issue they caused!The cars air compressor (for height adjustment) started making noise, not unexpected after five years. We took it in to get it replaced, which they did, but they spilled/sprayed something all over the exterior rear end of the car and said it "should wash off", but it hasn't since we took it to the car wash this morning. If I could give zero stars I would!
